State of Washington

Compensation

Full Description

ProviderOne Security Technician (ITCS-E/ETS) - Internal 71111265 This opportunity is internal and available to current HCA employees only. This position primarily provides technical support to providers utilizing the ProviderOne system, including implementing and managing access to accounts. The successful candidate will demonstrate a strong work ethic and ability to follow processes as well as identify opportunities to improve processes in this high-volume environment that will be adding users through the new WA Cares program. If you are a self-motivated IT professional who values stability and an opportunity to work remotely in Washington state, this may be the position for you! All HCA employees will apply an equity lens to their work, which may include but is not limited to all analyses of core business and processes. About the division: Enterprise Technology Services (ETS) provides information technology (IT) systems and support to the agency. The division supports major systems including ProviderOne, Pay1, SEBB MyAccount, and PEBB. In addition, ETS helps analyze business needs and recommend solutions, whether it’s using an existing service or developing a new solution. ETS also offers support, installation, ordering and access for agency services. About the position: This position utilizes best practices to provide technical advice and guidance relative to problems involving user interface, browser, hardware, and supporting software to external providers interacting with ETS services. Position purpose: • The role serves as a single point of contact, triaging and resolving technical issues for agency staff and supported users, thereby ensuring technical systems such as computers, applications, and specialized platforms (like ProviderOne) function smoothly, using independent judgement. • This position maintains security profiles within ProviderOne, managing account access and user roles to ensure that staff have the appropriate permission for their job duties while safeguarding sensitive health data. This position is eligible to telework and is typically not required to report on-site.The default assigned work location of all Health Care Authority (HCA) positions – both on-site and telework eligible positions – is within the State of Washington. This position reports to Olympia, WA. Frequency of onsite work will vary based on business and operational needs. HCA has currently suspended the ability to support out-of-state telework. Some of what you will do: • Provide troubleshooting, problem resolution, and technical support for State of Washington personnel, contractors, and other third-party users of ProviderOne, WA CARES, and its sub-systems. • Provide support, including troubleshooting, remote diagnostics, and resolution of both technical and data-related issues via phone, remote tools, and other electronic platforms. • Respond to ProviderOne security tickets, perform initial assessment and root-cause analysis, and resolve issues with a focus on first-call resolution whenever possible. • Manage ProviderOne user accounts, which include creating, expiring, unlocking, changing passwords, and maintaining associated security profile. • Communicate with customers regarding outages, system problems, and IT support questions, documenting all steps and closing tickets using agency tools and procedures. • Participate in routine technology maintenance, specialized project support under higher-level IT professionals, and learn new technologies as they are introduced into the agency environment. Required qualifications: Qualifying candidates will satisfy all of the following requirements: • One (1) year of experience diagnosing and resolving technical issues methodically and efficiently, ranging from software glitches to network connectivity problems. • One (1) year of experience working with helpdesk software, CRM systems, and remote access tools. • Professional working knowledge of network protocols, security measures, and data protection practices to safeguard systems and information. • Uses knowledge of IT principles in the practical application of methods and practices to plan, implement, and coordinate services to diagnose and resolve problems and ensure continuous service. • Deep understanding of operating systems, hardware components, software applications, and network fundamentals. Qualifying candidates will also satisfy one of the following criteria options: Option 1: • Associate’s degree in computer science or IT related field and • One (1) year of professional IT customer service experience assisting customers in person or over the phone in the information technology field. Option 2: • Three (3) years of professional IT customer service experience assisting customers in person or over the phone in the information technology field. Preferred qualifications: • Demonstrated knowledge and use of ITIL or MOF in a Service Management environment. • Professional experience with ProviderOne. How to apply: Only candidates who reflect the minimum qualifications on their NEOGOV profile will be considered. Failure to follow the application instructions below may lead to disqualification. To apply for this position, you will need to complete your profile which includes three professional references and attach in separate files: • A cover letter that specifically addresses how you meet the qualifications for this position • Current resume To take advantage of veteran preference, please do the following: • Attach a copy of your DD214 (Member 4 long-form copy), NGB 22, or USDVA signed verification of service letter. • Please black out any PII (personally identifiable information) data such as social security numbers. Include your name as it appears on your application in careers.wa.gov. About HCA: Functioning as both the state's largest health care purchaser and its behavioral health authority, the Washington State Health Care Authority (HCA) is a leader in ensuring Washington residents have the opportunity to be as healthy as possible. There are three pillars of our work: Apple Health (Medicaid); the Public Employees Benefits Board (PEBB) and School Employees Benefits Board (SEBB) programs; and behavioral health and recovery. Under these pillars, HCA purchases health care, including behavioral health treatment for more than 2.7 million Washington residents and provides behavioral health prevention, crisis, and recovery supports to all Washington residents. What we have to offer: • Meaningful work with friendly co-workers who care about those we serve Voices of HCA • A clear agency mission that drives our work and is person-centered HCA's Mission, Vision & Values • A healthy work/life balance, including alternative/flexible schedules and mobile work options. • A great total compensation and benefit package WA State Government Benefits • A safe, pleasant workplace in a convenient location with restaurants, and shopping nearby. • Tuition reimbursement • And free parking! Notes: This position is covered by the Washington Federation of State Employees (WFSE). Once the listed position(s) is(are) filled, this recruitment announcement may also be used to fill additional position(s) for up to sixty (60) days. Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment. HCA is an equal opportunity employer. We value the importance of creating an environment in which all employees can feel respected, included, and empowered to bring unique ideas to the agency. HCA has five employee resource groups (ERGs). ERGs are voluntary, employee-led groups whose aim is to foster a diverse, inclusive workplace aligned with HCA’s mission. Our diversity and inclusion efforts include embracing different cultures, backgrounds and viewpoints while fostering growth and advancement in the workplace. Studies have shown women, racial and ethnic minorities, and persons of disability are less likely to apply for jobs unless they feel they meet every qualification as described in a job description. Persons over 40 years of age, disabled and Vietnam era veterans, as well as people of all sexual orientations and gender identities are also encouraged to apply. If you have any questions about the required qualifications or how your experience relates to them, please contact us at HCAjobs@hca.wa.gov. Persons with disabilities needing assistance in the application process, or those needing this job announcement in an alternative format may contact Jake Nelko at jake.nelko@hca.wa.gov or 360.725.0945. The Washington State Health Care Authority (HCA) is an E-Verify employer. All applicants with a legal right to work in the United States are encouraged to apply. E-Verify® is a registered trademark of the U.S. Department of Homeland Security. 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